A.HDI certification.

B.CMM.

C.Six Sigma.

D.COBIT.

A.Asking customers to use email when requesting assistance.

B.Asking the questions required to enable you to complete a task.

C.Asking the questions that you have been told to ask.

D.Asking questions in a predefined sequence and format.

A.Release management is a subset of change management that relates to hardware and software updates, upgrades, or rollouts.

B.Release management is the capture and reuse of business and technical information.

C.Release management is concerned with tracking and resolving incidents related to new products or product upgrades.

D.Release management is a process that tracks all of an organisations property and resources using change management.

A.Finding the correct offsite backup storage location.

B.Business Impact Assessment.

C.Updating ongoing operational procedures.

D.Appointment and training of fire marshals.

E.Implementing standby arrangements.

A.Rightsourcing identifies the proper balance of outsourcing and other sourcing options.

B.Rightsourcing matches the right candidates for Service Desk vacancies.

C.Rightsourcing finds the most cost-effective service options for the Service Desk.

D.Rightsourcing determines the source of customer queries and matches them with solutions.